Account Manager

at  OCS Group

EXPERIENCE:

• Health & Safety Certification: IOSH or NEBOSH certification is essential.
• Professional Memberships: Membership in relevant professional bodies is desirable.
• Education: A degree-level qualification (e.g., Dip FM) is highly desirable.
• Commercial Acumen: Strong financial and commercial awareness in a client-focused environment is required.
• Soft Services Experience: Previous experience managing soft services, especially high-end front-of-house operations and specialist cleaning services, is highly preferred.
• IT Proficiency: High proficiency in MS Office software is essential.

ADDITIONAL REQUIREMENTS

• Proven experience in managing large, complex service delivery accounts.
• Strong leadership and people management skills, with the ability to motivate and inspire teams.
• Demonstrated ability to identify and pursue growth opportunities, while maintaining service excellence.
• Experience in managing client relationships at a senior level, ensuring satisfaction and long-term partnerships.

ABOUT US

OCS UK & Ireland is a leading facilities management company with a turnover of £1.7bn and 50,000+ colleagues. We deliver innovative, award-winning services including Cleaning, Catering, Security, Technical services, Energy Management and compliance, front of house, landscaping, logistics, waste management and pest control services to the public and private sectors and our mission is to make people and places the best that they can be

ABOUT THE ROLE

We are seeking a dynamic Account Manager to lead by example and deliver exceptional service through the OCS approach. You will be responsible for establishing and nurturing strong working relationships with clients, based on trust, integrity, open communication, and consistently delivering high-quality services. Your role will focus on ensuring service excellence, driving efficiency, and fostering innovation to enhance the overall service offering.

MAIN DUTIES AND RESPONSIBILITIES :

Service Delivery & Account Development:

• Lead service delivery operations, driving efficiency and ensuring high standards across all aspects of the account.
• Innovate and implement strategies to continually improve the service.
• Manage non-core additional works and seek out opportunities for growth, ensuring expansion of the service delivery and contract scope.
• Maintain strong, trusting relationships with senior stakeholders, as well as Centre and Regional Facilities Managers.
• Take ownership of developing and delivering best-in-class services to exceed client expectations and improve overall business value.

People Management & Development

• Oversee and develop a high-performing team, fostering morale, motivation, and strong collaboration.
• Ensure effective use of team skills and resources, while maintaining a clear succession plan.
• Set and review annual objectives, conduct regular performance appraisals, and facilitate training and development opportunities.
• Promote a culture of continuous improvement, ensuring opportunities for growth and development are identified and nurtured.
• Create a supportive, open environment where staff contributions are valued and business goals are clearly communicated.

Client & Supplier Relationship Management

• Build and maintain excellent client relationships, ensuring open and honest communication at all levels.
• Work closely with suppliers, ensuring they deliver consistent, high-quality services and operate as part of the FM team.
• Leverage internal and external stakeholders to maximise business benefits, continuously improving service delivery and client satisfaction.

Commercial & Financial Management

• Fully understand the contractual requirements and deliverables, managing costs and budgets across the portfolio.
• Take responsibility for P&L management and timely reporting to ensure profitability is safeguarded.
• Identify and mitigate any risks to OCS, ensuring swift action is taken to protect financial and operational outcomes.
• Deliver value for money through effective cost management, consistently meeting Service Level Agreements (SLA) and Key Performance Indicators (KPI).

Statutory Compliance & Health & Safety

• Ensure all statutory and regulatory requirements are met within the contract framework, with particular focus on health and safety.
• Liaise with internal and external statutory bodies, maintaining compliance with industry regulations, ISO quality systems, and OCS standards.
• Ensure all health and safety obligations are met without exposing the company to risks or liabilities.

Operational & Communication Responsibilities

• Conduct routine operational meetings with clients and direct reports to review service delivery and address any issues.
• Disseminate key business information, such as OCS briefings, to ensure alignment across teams and promote clear, effective communication.
• Ensure all sites have client, health & safety, and operational visit schedules in place, and that all visits occur as planned.
• Maintain effective communication with all staff, encouraging a shared focus on business objectives and creating an inclusive workplace culture.